AccountId: 011433970860
ContactId: 3cb1961d-4c00-4f84-aa27-04dd7b042d31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 38659 ms
Total Talk Time (AGENT): 6927 ms
Total Talk Time (CUSTOMER): 20390 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/3cb1961d-4c00-4f84-aa27-04dd7b042d31_20250422T13:04_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, um, actually, my name is, uh, [PII] and [PII], and I'm calling on behalf of my mother. Her name is, uh, [PII]. So I just want to, uh, cancel the insurance, like regular insurance and dental insurance.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, so did you say calling on